Help Desk Analyst

　　IMPORTANT TO KNOW:

　　Position is currently virtual but candidates must be local to designated Farmers locations as listed in job description.

　　Resource will be paid as a W-2 employee by the staffing supplier.

　　Farmers will provide the laptop/equipment for this engagement.

　　JOB SUMMARY:

　　Provides phone and chat support for business and IT customers technical problems and service requests; records problem symptoms and information for escalation of the more complex problems to higher level support; maintains knowledge of relevant products and service offerings to provide accurate solutions; acts as representative of technical services to its customers. This role is 100% virtual currently. Candidates must be local to one of the following locations:

　　• Warwick (RI) - 700 Quaker Lane Warwick, RI 02886

　　• Kansas City (KS) - 17000 West 119th Street, Olathe, KS 66061

　　• Oklahoma City (OK) - 7340 W Memorial Rd, Oklahoma City, Oklahoma 73142

　　• Wilmington (DE) - 3 Beaver Valley Rd. Wilmington, DE 19803

　　• Cleveland (OH) - 5990 West Creek Rd. Bldg. III Independence, Ohio 44131

　　• Lake Mary (FL) - 640 Century Point. Lake Mary, FL 32746

　　• Phoenix (AZ) - 24000 N Farmers Way, Phoenix, Arizona 85085

　　WHY YOU’LL LOVE THIS JOB

　　• Internal, enterprise-level support

　　• Career opportunities – Farmers IT offers a variety of specialized skill positions

　　• Work from home

　　• Collaborative work environment…new ideas and feedback are welcomed

　　• Performance, growth and goal-oriented culture

　　ESSENTIAL JOB FUNCTIONS:

　　• Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support within a 24x7x365 support team.

　　• Acts as representative of technical services to its customers.

　　• Initiates, escalates, or resolves problem tickets and/ or service requests.

　　• Troubleshoots and resolves technical problems, escalates to support resources.

　　• Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations.

　　• Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s).

　　• Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner.

　　• Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources.

　　• Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.

　　• Must be able to provide clear, concise, information through written and verbal communications.

　　EXPERIENCE REQUIREMENTS:

　　• One year of technical help desk call center experience in an enterprise environment

　　• Recent college grads (Bachelor's degree in Business or Computer Sciences fields attained within past 24 months) looking to pursue an IT career may be considered in lieu of work experience

　　SPECIAL SKILLS REQUIREMENTS:

　　• Flexibility to work within 24x7x365 support team

　　• 40 WPM Typing

　　• Remote support experience preferred

　　EDUCATION REQUIREMENTS:

　　• High school diploma or equivalent required

　　• Bachelor’s degree preferred (Business or Computer Sciences)

　　PAY RANGE:

　　$20-$21/Hour

　　INTERNET/CONNECTIVITY REQUIREMENTS:

　　• Download: >5 Mbps

　　• Upload: >2 Mbps

　　• Latency: <150ms

　　• Jitter: <30ms

　　SCHEDULING DETAILS:

　　• Initially schedules will be around 8:00am-4:45pm CST Monday-Friday throughout the training period (4-8 weeks). After training is completed, individual schedules will vary as we are a 24x7x365 operation. Schedules are determined through a shift bid conducted twice per year. Schedules determined through the shift bid should remain effective for 6 months. Candidates applying for this position should consider all possible outcomes.

　　INTERVIEW PROCESS:

　　• One Round: 30-60 min video interview which will include:

　　• behavior based questions

　　• typing test

　　• technical competency (basic Windows OS functionality/troubleshooting, basic network connectivity/troubleshooting, and mobile end-user support). Candidates will need a computer/laptop with a camera for the interview.

　　As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here (https://www.mykelly.com/help-support-working-with-kelly-us/#Benefits) for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

　　Find what’s next with Kelly ® .

　　As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

　　About Kelly

　　Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

　　Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center.Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.

　　Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly’s Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.